Billing FAQ

This FAQ provides answers to common questions and offers recommendations for using our web payment system.

Why has my payment been declined?

Payments can be declined for several reasons. Here are the most common ones:

Incorrect card details — Double-check your card number, expiration date, and CVV code. Even one wrong digit will cause a decline.
Insufficient funds — Make sure your account has enough balance to cover the purchase.
Card restrictions — Your bank may block online purchases, international transactions, or purchases from certain merchant categories. Check your banking app or contact your bank to remove restrictions.
Expired or inactive card — If your card has expired or hasn't been activated yet, the payment will fail.
Bank's fraud protection — Your bank may flag the transaction as suspicious and block it automatically. Check your banking app for notifications or call your bank.
Card limits — Your card may have a daily or per-transaction spending limit. Contact your bank to check or adjust it.
3-D Secure verification not completed — Some banks require additional verification (a code via SMS or push notification). If you didn't complete this step, the payment won't go through.

If none of these apply, try using a different card or contact your bank for details.

Which payment methods do we accept?

We accept Visa, Mastercard, AMEX, Discover, Maestro credit and debit cards. All payments are processed securely through our payment provider with 3-D Secure verification when required by your bank.

What is 3-D Secure and why am I asked to verify?

3-D Secure is an additional security layer for online payments. When you pay, your bank may ask you to confirm the transaction via:

A one-time SMS code
A push notification in your banking app
Biometric verification (fingerprint or face ID)

This is a security measure from your bank — not from us. It protects you from unauthorized use of your card. Simply follow the instructions from your bank to complete the payment.

I passed 3-D Secure but my payment still failed. Why?

This can happen when:

Your bank approved the verification but still declined the transaction for another reason (e.g. insufficient funds, card restrictions, or internal fraud rules).
There was a technical timeout between the verification and the payment processing.
Your bank requires a specific 3-D Secure version that doesn't match the one used during checkout.

What to do: Check your banking app for any notifications or decline details. If there's nothing there, try again or use a different card. If the issue persists, contact your bank directly.

My payment keeps failing — what's the fastest fix?

Try these steps in order:

Re-enter your card details carefully — typos are the #1 cause of declines.
Check your banking app for any notifications or blocks.
Make sure your card is enabled for online and international payments.
Try a different card (Visa, Mastercard, AMEX, Discover, Maestro).
Disable your VPN if you're using one — it can trigger fraud detection.
Try a different browser or clear your cache.

If nothing works, contact your bank — they can see the exact reason for the decline on their end.

Is using a VPN allowed for payments?

Technically yes, but we strongly recommend turning off your VPN before paying. Here's why:

VPNs can make it look like your payment is coming from a different country, which triggers fraud protection at your bank.
Some banks automatically decline transactions when the IP location doesn't match the card's country of issue.
Fraud detection system may also flag VPN-based transactions.

If your payment fails while using a VPN, disable it and try again.

I was charged but didn't receive a confirmation. Did the payment go through?

If you see a charge on your bank statement but didn't receive a confirmation email:

Check your spam folder.
Check your coins balance — your purchase may already be active even without the email.
Note that some charges may appear as "pending" or "hold" in your banking app. These are temporary authorization holds that may be released automatically if the payment didn't fully complete.

If the charge is confirmed (not pending) and your purchase isn't active on the web, contact our support team - [email protected] .

I see a duplicate charge on my card. What happened?

This can occur if:

You tapped the "Pay" button more than once while the page was loading.
There was a connection issue and the payment was submitted twice.

In most cases, one of the charges is a temporary authorization hold that will be automatically released by your bank within 3–5 business days. If both charges remain after 5 business days, contact our support team [email protected] — we'll issue a refund for the duplicate.

How do I request a refund?

For full details and all conditions, please see our Billing and Refund Policy.

If it’s still not clear, contact [email protected]

I don't recognize a charge — what should I do?

If you see an unfamiliar charge:

Check the merchant name
Review your email, including spam, for a confirmation

If it’s still unrecognized, contact [email protected] before disputing with your bank. We can verify and refund faster than a chargeback.

Is my payment secure?

Yes. We take payment security seriously:

All transactions are encrypted and processed through PCI DSS-compliant payment provider.
We support 3-D Secure verification for an additional layer of protection.
We never store your full card details on our servers.
Your card information is transmitted directly to our payment processor over a secure connection.

My bank says the payment went through, but the coins haven’t been topped up. Who should I contact?